Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The contract was between RVRents.net and *** *** I paid for the RV thru *** *** and so did my girlfriend We paid for half of the deposit and rental of the Motorhome in question I had called RVRent.net prior to picking up the vehicle and explained to *** the Office Manager that we were renting the RV along with Lisa She pulled up the file and told me verbally over the phone that we would be allowed to return it on Tuesday I asked if she was sure that was okay since the contract stated otherwise, she replied that she was "looking at the contract in front of her and it showed that we could drop it off on Tuesday" Later when we dropped it off they claimed to have never made such a statement and *** added that "alot of people were renting RV's that week and she might have told me that but it was a mistake"
I have dealt with this business, I dealt with them when I called the owner on his "Emergency Line" when we were driving it out to the desert and they provided us with no assistance I dealt with them prior to renting the vehicle when they verbally told me we could return it on Tuesday despite the contract saying Sunday because of Labor day weekend I dealt with them when I dropped off the RV to their lot on Monday morning after cleaning it for hours on the drive down So yes! I can comment on this business and how absolutely terrible they are Now they are threatening my friend *** by withholding her Deposit until this claim is settled There is a reason they have 7+ complaints with the Revdex.com and terrible yelp reviews, it's because they treat customers like dirt
Regards,
*** ***
Mr. [redacted] rented a motor home from us to go to Burning Man in the Nevada desert. *Burning Man Rentals: The rental contract and agreement clearly spell out the type of cleaning we are responsible for and what our expectations are for the return of the motor home and were signed...
by Mr. [redacted] prior to his departure. There is a special addendum with regard to Burning Man rentals and what the expectations are for the return of the vehicle and charges if not returned according to the contract. Please find this addendum and the cleaning return instructions attached for support. *Pickup day: Our contract outlines that the pick up day is a courtesy day. No charge is made for this day and no credit is given if delivery is late. This is because unexpected items can come up in a walk thru which may necessitate minor last minute repairs. In Mr. [redacted] instance, he was delayed on his pick up day because it was determined two new tires needed to be put on the coach for the safety of he and his party. He was directed to a repair facility in Escondido where the entire process delayed his trip no more than a couple of hours.*Return time and condition: On his return date of September 8, 2015 he was due in by 12:00 to avoid a late charge. He returned the motor home at 2:21 p.m. and was NOT charged a late return fee due to his delay on the "non charged" pick up day. This was the equivalent of a $325.00 credit in his instance. In addition, he returned the motor home so dirty inside that it necessitated us to keep a time card for assessment of a cleaning charge. *Return damage/Fuel: He also brought it back with damage to the entry step and 1/3 tank of fuel...it was full when he took delivery.*Faulty tail light: During the early part of his travels, he did notify our office that the tail light was out on the coach. We authorized him to stop on his route and have it repaired at our expense. He demanded that we send someone out to him to repair it, even though he was traveling at the time and had no specific location for us to meet him for a repair nor time when we could arrange the repair at any specific destination. This was on September 1. *Rental car/destination and ticket: September 3 he made it to his destination, which according to his contract was "Burning Man" in spite of his accusation that he did not make it to his destination and had to rent a car to make it to his destination. We know this because he returned it with the alkaline dust from the Burning Man location and he received a ticket on September 3, 2015 from the Burning Man law enforcement. This violation was two days after he notified us of the problem and was given permission to stop and have it fixed at our expense. He states that this was a fix it ticket and gave it a value of $350.00 even though he sent a copy of the violation for us to pay in the amount of $125.00. (see ticket attachment)*Cleaning: He never "prepaid" for cleaning. The Burning Man fee states that it is for the excessive exterior cleaning and filter replacements that are necessary as a result of traveling to this location. (see attachment)*Electrical problems: On return of the motor home all systems operated as intended. No other electrical problems were identified other than a faulty fuse for the rear lights....which could have been readily and easily replaced if Mr. [redacted] would have stopped at any repair facility. Contractually the renter is responsible for any damage or violation if he knowingly continues to use the motor home after notification to take the motor home to a repair facility for repair or evaluation....this is common sense. *Security deposit: Rent reserves the right to change the security deposit required depending on the length of travel or destination the Security Deposit is made clear prior to departure and the terms of return are contractually specified.*Quotes: The destination and length of travel are material value to RV Rent. We charge a premium for Burning Man due to additional cost of cleaning. [redacted]PresidentRVRent.netTel: 760.631.2642 / 800.453.9531FAX: 760.631.0629
Our estimator/body repair mechanic was successfully able to remove the tree scratches from the unit with minimal effort and cost on August 13, 2014. The renters exceeded their allotted miles by 21 miles at a cost of $9.45. We refunded $1490.55 on
August 14, 2014. An invoice, statement and return receipt will be mailed to the customer.
The customer has inaccurately described the events surrounding her recent rental. On the rental reservation application form which her husband executed on June 26, 2014 it clearly states : "Pick Up Time 1:00 to 4:00 PM" on 7/02/14. This is a courtesy we extend to our customers to pick up...
the day before the first paid day of their rental. Additionally, in paragraph 1. of this sheet it states "Pick-up day is a Courtesy Day. No credit given for late delivery." Also on paragraph 3. it states "Security Deposit is to be refunded within 15 working days after return of Motor Coach (see para 25.2.)". Paragraph 25.2 in the extended body of the contract sates that the deposit will be returned under those parameters "unless a longer time is required to determine extent of damages or losses." [redacted] is correct that the coach was returned with damage. We are at the mercy of an estimator to determine the extent of the damage. This is our busy rental season and all RV repair facilities are busy so things do take longer than we normally would like for them to take in assessing damage estimates. We have spoken to [redacted] several times by phone and email. I have called her back myself and left a message with my cell phone number and she has never returned the call. The Payment Agreement outlines that it is the renter's responsibility to contact the office a day or two in advance of departure to schedule a pick up appointment. The pick up hours are again noted as between 1:00 and 4:00 M-F. This was signed on 6/30/2014 by the customer.
There can be no refund until an assessment of the damage can be obtained. The inconveniences Mrs. [redacted] describes were on the courtesy day and the contract states there is no credit for late delivery. Mrs. [redacted] is not relieved of her responsibility to pay for the damage done to the equipment during her use for a slight delay in receiving the coach on a day which she didn't even pay for the use of the coach.
Copies of the contract with the items highlighted as concerns the pick up time and return of the security deposit when damages are noted can be provided if requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The background information was just for that, to provide background information regarding the various discrepancies the company has already made.
The complaint is regarding my $1500 deposit, I have received zero updates regarding the status of the RV damage assessment. The statement made regarding the follow-ups are completely false. I have yet to receive any call backs or have missed phone calls, voicemails or emails. RV rent does not have an email address on file for me and I have no missed calls on my phone record. More than a month later I am still waiting to get the first piece of information which is the estimated cost for the repair.]
Regards,
[redacted]
Per the contract signed we have 14 business days to return the security deposit of the renter of this coach or any portion of the deposit which is owed. If this person writing these complaints were a party to this contract, he would know this. I have been attempting to reach the renter by phone today and have provided her my cell number to call me. I will only discuss this rental and financial concerns surrounding it with the person who rented the coach and paid for it with her check and credit card. Since the statements made by the complaintant indicate he and his girlfriend may have secured the equipment through another party without our permission, there is a possible breach of contract involved. That being said, no charges have been levied yet and the deposit return is not due yet. All of the complaints of this individual are not valid as he is not legally a party to this rental.
Since the motor home was returned late and with 49 hours of use on the generator hour gauge, we assumed the customer had reasonable use of the vehicle and it'samenities. We did not charge the customer for anything other than the late charge per the contract. We were able to repair the...
door lock with no charge to the customer. Our check in form does offer 2 options for the customer to either be present for the 2 hour detailed inspection of the rented coach or to allow RV Rentto inspect the motor home without the customer present. Both options are in the same print as the rest of the Check In Form (there is no "fine print" as stated bythe renter). In addition, RV Rent agrees to notify the lessee immediately, upon discovery, of any damage or missing items in the event the renter chooses not tobe present for the detailed check in. No damages were found after the detailed inspection and no charges were made, so I'm not sure why the renter is considering this to be an issuefor complaint. It is our understanding the renter wishes us to remove the $223.00 late charge due to the fact he had generator/air conditioning issues while travelingback from Las Vegas. We will need additional time to do some research into this matter and will contact the customer directly for more information to see if we can amicably resolve thisdispute. We will respond to Revdex.com again by September 4, 2015 once we have had the opportunity to contact the renter directly. I would like to state for the record, thatthe "store rental credit" is mentioned several times in our contract as the means for crediting customers for inconveniences. We also disclose in our Operational WarningsAddendum that the functions of the motor home can be affected by extreme temperature conditions and advise against travel in high temperature areas during summermonths. As anyone knows, travel to Las Vegas would be subject to these extreme conditions.
The person who is claiming to be a renter of ours is not. We have no contract with this person. We have no payments of any kind from this person. We did rent the vehicle in this complaint to a female who provided us with payment and an insurance binder. This order is not...
closed out so no
charges have been assessed or levied against the person who is making complaints and reviews against our business. How can a person with whom we have not had any business dealings make a review or complaint against us? If this person was a passenger or companion along with the renter, he would not be
privy to any charges or refunds made to the actual renter. He is making erroneous claims which should be totally disregarded unless he provides proof that he is a party to this transaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The contract was between RVRents.net and *** *** I paid for the RV thru *** *** and so did my girlfriend We paid for half of the deposit and rental of the Motorhome in question I had called RVRent.net prior to picking up the vehicle and explained to *** the Office Manager that we were renting the RV along with Lisa She pulled up the file and told me verbally over the phone that we would be allowed to return it on Tuesday I asked if she was sure that was okay since the contract stated otherwise, she replied that she was "looking at the contract in front of her and it showed that we could drop it off on Tuesday" Later when we dropped it off they claimed to have never made such a statement and *** added that "alot of people were renting RV's that week and she might have told me that but it was a mistake"
I have dealt with this business, I dealt with them when I called the owner on his "Emergency Line" when we were driving it out to the desert and they provided us with no assistance I dealt with them prior to renting the vehicle when they verbally told me we could return it on Tuesday despite the contract saying Sunday because of Labor day weekend I dealt with them when I dropped off the RV to their lot on Monday morning after cleaning it for hours on the drive down So yes! I can comment on this business and how absolutely terrible they are Now they are threatening my friend *** by withholding her Deposit until this claim is settled There is a reason they have 7+ complaints with the Revdex.com and terrible yelp reviews, it's because they treat customers like dirt
Regards,
*** ***
Mr. [redacted] rented a motor home from us to go to Burning Man in the Nevada desert. *Burning Man Rentals: The rental contract and agreement clearly spell out the type of cleaning we are responsible for and what our expectations are for the return of the motor home and were signed...
by Mr. [redacted] prior to his departure. There is a special addendum with regard to Burning Man rentals and what the expectations are for the return of the vehicle and charges if not returned according to the contract. Please find this addendum and the cleaning return instructions attached for support. *Pickup day: Our contract outlines that the pick up day is a courtesy day. No charge is made for this day and no credit is given if delivery is late. This is because unexpected items can come up in a walk thru which may necessitate minor last minute repairs. In Mr. [redacted] instance, he was delayed on his pick up day because it was determined two new tires needed to be put on the coach for the safety of he and his party. He was directed to a repair facility in Escondido where the entire process delayed his trip no more than a couple of hours.*Return time and condition: On his return date of September 8, 2015 he was due in by 12:00 to avoid a late charge. He returned the motor home at 2:21 p.m. and was NOT charged a late return fee due to his delay on the "non charged" pick up day. This was the equivalent of a $325.00 credit in his instance. In addition, he returned the motor home so dirty inside that it necessitated us to keep a time card for assessment of a cleaning charge. *Return damage/Fuel: He also brought it back with damage to the entry step and 1/3 tank of fuel...it was full when he took delivery.*Faulty tail light: During the early part of his travels, he did notify our office that the tail light was out on the coach. We authorized him to stop on his route and have it repaired at our expense. He demanded that we send someone out to him to repair it, even though he was traveling at the time and had no specific location for us to meet him for a repair nor time when we could arrange the repair at any specific destination. This was on September 1. *Rental car/destination and ticket: September 3 he made it to his destination, which according to his contract was "Burning Man" in spite of his accusation that he did not make it to his destination and had to rent a car to make it to his destination. We know this because he returned it with the alkaline dust from the Burning Man location and he received a ticket on September 3, 2015 from the Burning Man law enforcement. This violation was two days after he notified us of the problem and was given permission to stop and have it fixed at our expense. He states that this was a fix it ticket and gave it a value of $350.00 even though he sent a copy of the violation for us to pay in the amount of $125.00. (see ticket attachment)*Cleaning: He never "prepaid" for cleaning. The Burning Man fee states that it is for the excessive exterior cleaning and filter replacements that are necessary as a result of traveling to this location. (see attachment)*Electrical problems: On return of the motor home all systems operated as intended. No other electrical problems were identified other than a faulty fuse for the rear lights....which could have been readily and easily replaced if Mr. [redacted] would have stopped at any repair facility. Contractually the renter is responsible for any damage or violation if he knowingly continues to use the motor home after notification to take the motor home to a repair facility for repair or evaluation....this is common sense. *Security deposit: Rent reserves the right to change the security deposit required depending on the length of travel or destination the Security Deposit is made clear prior to departure and the terms of return are contractually specified.*Quotes: The destination and length of travel are material value to RV Rent. We charge a premium for Burning Man due to additional cost of cleaning. [redacted]PresidentRVRent.netTel: 760.631.2642 / 800.453.9531FAX: 760.631.0629
Our estimator/body repair mechanic was successfully able to remove the tree scratches from the unit with minimal effort and cost on August 13, 2014. The renters exceeded their allotted miles by 21 miles at a cost of $9.45. We refunded $1490.55 on
August 14, 2014. An invoice, statement and return receipt will be mailed to the customer.
The customer has inaccurately described the events surrounding her recent rental. On the rental reservation application form which her husband executed on June 26, 2014 it clearly states : "Pick Up Time 1:00 to 4:00 PM" on 7/02/14. This is a courtesy we extend to our customers to pick up...
the day before the first paid day of their rental. Additionally, in paragraph 1. of this sheet it states "Pick-up day is a Courtesy Day. No credit given for late delivery." Also on paragraph 3. it states "Security Deposit is to be refunded within 15 working days after return of Motor Coach (see para 25.2.)". Paragraph 25.2 in the extended body of the contract sates that the deposit will be returned under those parameters "unless a longer time is required to determine extent of damages or losses." [redacted] is correct that the coach was returned with damage. We are at the mercy of an estimator to determine the extent of the damage. This is our busy rental season and all RV repair facilities are busy so things do take longer than we normally would like for them to take in assessing damage estimates. We have spoken to [redacted] several times by phone and email. I have called her back myself and left a message with my cell phone number and she has never returned the call. The Payment Agreement outlines that it is the renter's responsibility to contact the office a day or two in advance of departure to schedule a pick up appointment. The pick up hours are again noted as between 1:00 and 4:00 M-F. This was signed on 6/30/2014 by the customer.
There can be no refund until an assessment of the damage can be obtained. The inconveniences Mrs. [redacted] describes were on the courtesy day and the contract states there is no credit for late delivery. Mrs. [redacted] is not relieved of her responsibility to pay for the damage done to the equipment during her use for a slight delay in receiving the coach on a day which she didn't even pay for the use of the coach.
Copies of the contract with the items highlighted as concerns the pick up time and return of the security deposit when damages are noted can be provided if requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The background information was just for that, to provide background information regarding the various discrepancies the company has already made.
The complaint is regarding my $1500 deposit, I have received zero updates regarding the status of the RV damage assessment. The statement made regarding the follow-ups are completely false. I have yet to receive any call backs or have missed phone calls, voicemails or emails. RV rent does not have an email address on file for me and I have no missed calls on my phone record. More than a month later I am still waiting to get the first piece of information which is the estimated cost for the repair.]
Regards,
[redacted]
Per the contract signed we have 14 business days to return the security deposit of the renter of this coach or any portion of the deposit which is owed. If this person writing these complaints were a party to this contract, he would know this. I have been attempting to reach the renter by phone today and have provided her my cell number to call me. I will only discuss this rental and financial concerns surrounding it with the person who rented the coach and paid for it with her check and credit card. Since the statements made by the complaintant indicate he and his girlfriend may have secured the equipment through another party without our permission, there is a possible breach of contract involved. That being said, no charges have been levied yet and the deposit return is not due yet. All of the complaints of this individual are not valid as he is not legally a party to this rental.
Since the motor home was returned late and with 49 hours of use on the generator hour gauge, we assumed the customer had reasonable use of the vehicle and it'samenities. We did not charge the customer for anything other than the late charge per the contract. We were able to repair the...
door lock with no charge to the customer. Our check in form does offer 2 options for the customer to either be present for the 2 hour detailed inspection of the rented coach or to allow RV Rentto inspect the motor home without the customer present. Both options are in the same print as the rest of the Check In Form (there is no "fine print" as stated bythe renter). In addition, RV Rent agrees to notify the lessee immediately, upon discovery, of any damage or missing items in the event the renter chooses not tobe present for the detailed check in. No damages were found after the detailed inspection and no charges were made, so I'm not sure why the renter is considering this to be an issuefor complaint. It is our understanding the renter wishes us to remove the $223.00 late charge due to the fact he had generator/air conditioning issues while travelingback from Las Vegas. We will need additional time to do some research into this matter and will contact the customer directly for more information to see if we can amicably resolve thisdispute. We will respond to Revdex.com again by September 4, 2015 once we have had the opportunity to contact the renter directly. I would like to state for the record, thatthe "store rental credit" is mentioned several times in our contract as the means for crediting customers for inconveniences. We also disclose in our Operational WarningsAddendum that the functions of the motor home can be affected by extreme temperature conditions and advise against travel in high temperature areas during summermonths. As anyone knows, travel to Las Vegas would be subject to these extreme conditions.
The person who is claiming to be a renter of ours is not. We have no contract with this person. We have no payments of any kind from this person. We did rent the vehicle in this complaint to a female who provided us with payment and an insurance binder. This order is not...
closed out so no
charges have been assessed or levied against the person who is making complaints and reviews against our business. How can a person with whom we have not had any business dealings make a review or complaint against us? If this person was a passenger or companion along with the renter, he would not be
privy to any charges or refunds made to the actual renter. He is making erroneous claims which should be totally disregarded unless he provides proof that he is a party to this transaction.